Applying Robotics Process Automation to drive Operational Excellence 30th September 2016 Prepared by Alex Balbontin Global Head of Operational Excellence and Business Process Management Credit Suisse

Operational Excellence at Credit Suisse Agenda Operational Excellence at Credit Suisse What is Robotics Process Automation ? Benefits Robotics Process Automation ? Adopting RPA − Our Evolutionary Approach RPA Banking Examples Adopting RPA − Our Delivery Framework Q&A 1 2 3 4 5 6 7 (*) RPA = Robotics Process Automation 30 September 2016

Operational Excellence at Credit Suisse 1 Evolution of our Execution Pillars 4 3 Process Improvement Robotics Process Automation 2 Process Management 1 Capability Development “Automate if Required” “Optimize before Automate” “Increase Process Transparency to identify Optimization Opportunities” “Learn before Optimize” Develop methodologies, tools and infrastructure Develop skills of our staff (train /mentor / certify) Document and map processes Develop process dashboards and data analytics Execute and deliver process improvement projects (leverage Lean Sigma methodologies and tools) Develop captive capability for robot development Define RPA operating model, delivery methodology, standards and benefits framework Execute and deliver RPA projects Start Year 2000 2008 2000 2015 30 September 2016

What is Robotics Process Automation ? 2 RPA Technologies enable the development of automation scripts know as robots Robots perform procedural tasks, replicating human actions on existing user interfaces by moving, entering and transforming data using a rules-based approach 30 September 2016

Benefits of Robotics Process Automation 3 RPA provides an opportunity to Standardise business processes Increase consistency and reliability Reduce costs while adding capacity Increase scalability and enable coverage Improve controls by reducing human errors improving accuracy Enable auditability RPA Enables our Agile Virtual Workforce 30 September 2016

Iterative Robot Delivery Enable Strategic Vision Adopting RPA − Our Evolutionary Approach 4 Iterative approach applied: towards delivering our strategic vision and increasing levels of robotic process automation maturity Today Phase 1 Foundation Phase 2 Iterative Robot Delivery Phase 3 Enable Strategic Vision Deliver the foundational components required to implement a robot and execute a proof of concept Industrialise execution of robot roll-out into controlled repetitive steps Realise the strategic vision and benefits of robotic process automation Prove it is possible to implement a robot into production Define common standards to be re-used for each robot implementation Identify and learn quickly from issues uncovered to enable future robot roll-out to be faster Execute fast iterative roll-out of robotic processes following a common, controlled and scalable delivery approach Operate multiple concurrent robotic processes Develop and execute business readiness plans and activities to control and monitor multiple robots Strategic vision enabled Fully optimised technology environment / integration with strategic components Full realisation of measurable business benefit Robotic process maturity requires focusing effort on the right tasks, by the right people at the right time (aka walk before we can run) 30 September 2016

RPA Banking Example: Case 1 5 30 September 2016

RPA Banking Example: Case 1 5 30 September 2016

RPA Banking Example: Case 1 5 30 September 2016

RPA Banking Example: Case 2 5 30 September 2016

RPA Banking Example: Case 2 5 30 September 2016

RPA Banking Example: Case 2 5 30 September 2016

… but we are yet to learn and work hard to enable our strategic vision Adopting RPA − Our Delivery Framework 6 Progress has being made in defining our RPA Delivery Framework leveraging our lessons learned from on-going implementations Overall Design Principles 1 2 Process Framework and Process Mgmt. Standards RPA Delivery Methodology 4 IT Standards and Operating Model 5 3 Process & Vendor Selection Build IT Run IT Maintain Define ‘As-is’ Process Design ‘To-Be’ Process Configure (Build) Robots Test New Process Roll Out Into Production Allocate/Schedule Robot Execution Monitor/Handle Exceptions (incl. Raise Support Requests) Define / Produce Robot MI Reports Manage BluePrism Control Room 6 7 8 BAU Process Oversight BAU Operational Support Change the Bank Control Room & MI Tools Support Processes (L0 -> L3) Manage Demand for Robots (new) Manage Access Rights Business Continuity Plan (for whole process) Upgrade processes and objects (Minor and Large Changes) Decommission processes and objects Risk Management 9 Benefits Definition and Realization 10 … but we are yet to learn and work hard to enable our strategic vision 30 September 2016

Questions 7 30 September 2016